Lesson 6.1 The Delivery Process
writing and Speaking: Rules for the delivery process 1.6
I. Look at the picture. Discuss the questions in III. Match the phrases to make sentences.
pairs.
1- Good customer a. delays the
1- Who is the man on the picture? service
2- What is he doing? delivery.
II. Read the article. Match the headings to the 2- The wrong b. brings more
paragraphs. destination customers to the
3- Respecting the company.
Goods without damage Good customer delivery time c. helps the
service On time The right destination company to be well
and the right customer organized with their
delivery schedules.
4 Rules that the logistics company should
respect in a delivery process IV. SPEAK Read the rules and discuss the
Rule1: ________ following questions in groups.
The customer puts a delivery time when
she/he is making a delivery request, so the 1- What does each rule mean for you?
driver mustn’t be late at the destination. The 2- Why should the driver respect these rules?
customer should not wait for the driver, but 3- Do you think the delivery drivers are happy
the driver can wait the customer. Being on about all the rules?
time is very important for the company. It is
part of good customer service. V. ROLEPLAY Work in pairs. Student A plays
Rule2: ________ the warehouse agent and Student B plays
The customer should receive goods in thenew hire truck driver. Student A explains
perfect condition. If the driver delivers the 4 delivery process rules and Student B asks
damaged goods, the customer will reject questions about the rules.
them and the delivery process will be
delayed, which will create a bad picture VI. WRITING Work in a small group. Imagine
of the company. The customer may not you own a small delivery company. Write some
request the company’s support again. rules for your own employees. Use these ideas
Rule3: ________ and your own ideas.
The deliverer should know the destination
of the goods and the customer’s name. • packaging
This information is very important for the • uniform
company. The wrong destination or the • safety
wrong customer will waste time for the • teamwork
delivery.
Rule 4: ________
This means every operation should follow
the rules and laws that require workers to
work with a good attitude and professional
skills.
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Unit 6 Lesson 2: Delivery notes
Speaking: Talking To A Driver About Delivery documents
I. SPEAKING Work in pairs. Discuss the V. USEFUL PHRASES Decide who is likely
questions. to say each phrase, the driver (D) or the
warehouse agent (WA
1- Why are delivery notes important? 1- Today, we have a delivery of ...
2- What sorts of information do they contain?
2- Where are they going?
II. LISTENING Listen to a conversation
between a warehouse agent and a driver 3- What time should I leave from here?
about delivery documents. Answer the
questions. 4- The goods must be at their destination by...
1- How many pallets are there? 5- Don’t forget to make sure the confirmation
2- What the time should the driver deliver the
pallets? form is signed.
3- How many delivery documents do they
mention? 6- If there’s any damage or delay, please call
us immediately.
III. LISTEN again. Are the statements true or
false? VI. ROLEPLAY Work in pairs to roleplay a
1- The driver is delivering the goods to the similar conversation between a driver and a
warehouse agent. warehouse agent. Use the information below
2- The goods are ready to be delivered now. and the useful phrases from exercise V.
3- All the delivery documents must be signed. Date of delivery: 18:00h
Goods to be delivered: 6 pallets of printing
IV. VOCABULARY Complete the explanations paper and 15 boxes of white board pens
with words and phrases from the box. Destination: Ramadan store
customer survey delivery confirmation
delivery note destination
1- The _____ of a delivery is the place it needs
to go.
2- After delivering the goods, the driver gives
the customer a document called a _____ to
sign. This document confirms that the delivery
is complete.
3- A _____ is a document that states what the
delivery contains, who is sending it, and where
it is going.
4- The customer writes his or her opinion
about the delivery on the _____
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Unit 6 Lesson 2: Delivery notes
Reading: The purpose of a delivery note
I. Work in pairs. Look at the delivery note. What 7- The number of items that will come later
do you think is the purpose of a delivery note? 8- A place for the customer to sign the form
Deka Logistics Delivery note The purpose of a delivery note
We always deliver the The delivery note is a business document
goods! that a company uses for its cargo movement.
Company name: When a sales assistant takes an order from
a customer by phone or via email, they fill
Email: out the delivery note with the customer’s
Order date: details and then print out two copies:
one for the customer to keep, and one to
Order number: confirm delivery. The warehouse agent uses
Delivery note the delivery notes to prepare the goods and
number: the driver takes both copies while delivering
Customer ID: goods.
Delivery date: The delivery note contains the following
Delivery method: information: the name and contact details
of the seller; the name and contact details
of the customer; the date of issue; the date
Shipping address: Invoice address:
of delivery of the goods; a description of
the goods contained in the order; and the
quantity of each type of goods.
123456 Delivery notes help a business to keep
Item track of their production and distribution.
When the driver delivers the goods, the
Description customer uses it as a checklist to ensure
Ordered that everything on the delivery note is
Delivered actually included in the delivery. If anything
Outstanding is missing, the customer will send back the
delivery notes to inform what is wrong with
the delivery.
Name Signature Date If the delivery note has been signed by the
receiver, you can be comfortable in the
knowledge that your goods have reached
II.Where on the delivery note can you find the their planned destination. The driver returns
following information? it to the supplier to stamp the delivery note
1- The name of the transport company/carrier as completed.
2- Where the goods are going.
3- The name of the person who will receive III. Where on the delivery note can you find the
the goods.
4- The address of the company that will pay following information?
for the goods. 1- How many copies of a delivery note are
printed?
5- The number of items that the customer 2- What six pieces of information should a
asked for. delivery note contain?
6- The number of items in this delivery. 3- Why is it useful for customers?
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Unit 6 Lesson 2: Delivery notes
Grammar: Present Perfect for Experience
I. LISTENING Listen to a short interview with • I’ve never been to this part of town before.
a delivery driver. In what order does the driver • I’ve been to their office six times in the
mention the following.
past year.
a- minor accidents and serious accidents
b- problems with packaging If we want to talk about a specific event in
c- going to the wrong place the past, we use the past simple instead.
II. Readaboutthepresentperfectforexperience. III. PRACTICE Complete the rest of the
Then choose the correct forms to complete the interview with the present perfect or past
extracts from the conversation. simple form of the verbs in brackets.
1- Have you ever made / Did you ever make a Interviewer: (1) _____ (you / ever / have) an
mistake in your delivery? accident while driving?
2- Yes, I have / did. Driver: Well, (2) _____ (I / have) a few minor
3- I’ve made / I made many mistakes over the
years. accidents over the years, but nothing serious
4- When have you made / did you make (3) _____ (ever / happen) to me.
your last mistake? Interviewer: (4) _____ (a customer / ever /
5- Last year. I’ve delivered / I delivered a load
of goods to completely the wrong city. refuse) to sign for a delivery?
6- Oh no! What have you done / did you do? Driver: Yes, that (5) _____ (happen) to me, but
7- I’ve had / I had to drive all the way back to only once. It (6) _____ (happen) about three
get the goods. years ago.
8- It’s taken / It took me ten hours! Interviewer: Why (7) _____ (the customer /
9- What has your boss said / did your boss say?
10- I’ve got / I got a verbal warning. refuse) to sign?
11- That was the only verbal warning I’ve ever Driver: Because there (8) _____ (be) a big
had / I ever had in my career.
hole in the packaging!
Present perfect for experience Interviewer: Oh no! And (9) _____ (you /
We use the present perfect to talk about ever / have) a similar problem since then?
experiences during a present period of time Driver: No, because since that day, (10) _____
(e.g. your life, your career, today) up to now. (I / always / check) the packaging before
loading up my truck!
We often use the present perfect with words
like ever, never, before and when counting IV. SPEAKING Ask and answer in pairs.
how many times (e.g. once / twice / a few • Have you ever …?
times, etc.). • When did you last …?
• What happened?
• Have you ever delivered the wrong
package?
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Unit 6 Lesson 2: Delivery notes
Vocabulary: Verbs with irregular past participles
I. Complete the sentences using the past II. Match the beginnings and endings to make
participles of verbs from the box. There is a questions.
list of irregular verbs on page XXX.
1- Have you ever a. your phone or
become bring build catch forget won your keys?
grow keep ring sell steal 2- Have you ever b. a whole day
broken reading or playing
1- He’s very happy because has _____ a 3- Have you ever games?
manager. He’s not a delivery driver any more. lost c. somebody how
2- I have _____ my wallet – it’s in my bag at 4- Have you ever to do something?
home. So I can’t pay for my shopping. written d. a bone in your
3- We’re planning a new warehouse. We 5- Have you ever body ?
haven’t _____ it yet, but it’s going to be really spent
big. 6- Have you ever e. a competition?
4- We have _____ all of our products – taught
f. to somebody
there’s nothing left for our customers to buy. 7- Have you ever famous … and re-
5- Our company _____ a lot recently – thought of ceived a reply?
8- Have you ever g. somebody so-
it’s twice as big as it was five years ago. lent mething, and never
6- I’m afraid I can’t come to work today. got it back?
I’ve _____ a cold. h. moving to a
7- The warehouse agents have _____ the yard different country?
really clean. It looks great.
8- Oh no! Somebody has _____ my laptop! III. Write the infinitive form of the verbs in
Call the police! bold in Exercise II.
9- I’ve _____ their customer service
department five times, but nobody has IV. SPEAKING Ask and answer the questions
in Exercise II. Ask follow-up questions (e.g.
answered the phone yet. What happened? Why?)
10- We don’t need to buy lunch – we’ve _____
some sandwiches from home.
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Unit 6 Lesson 2: Delivery notes
Listening and Writing: Correcting Mistakes
I. Look at the document below. Answer the Item Description Quantity Price Total
questions.
1- What type of document is it? AC USD USD
2- How many boxes are being delivered? 53301 Air 100 1000
3- How much should the customer pay in 1 conditioner 10 boxes
total?
4- What is the order number? cleaner
5- What is the fax number?
6- Where is the delivery destination? HS 42303
2 Hand
sanitizer
Al-Gamil 3
Email: info@algamil.
dj Delivery note 4 TAX %6
Phone: 21360710
Fax number: 5
21258974
We always deliver the 6 TOTAL USD
goods! 1,197.80
Goods received in good order.
Name Signature Date
Order date: 24th March
Order number: OR 916
Delivery note number: 456
Customer ID: 30563 III. USEFUL PHRASES Listen again. Complete
the sentences with words from the box.
Dispatch date: 1st April
check instead match mistakes
Delivery method: TRUCK moment possible problem question
TRANSPORTATION should wrong
1- Just a ________, please. Let me ________.
Shipping address: Invoice address: 2- Yes, I see. Is there a ________?
3- The product code doesn’t ________ the
Q5 street (25) house Q5 Street (25)
(10) Djibouti City House (10) Djbouti product that the customer ordered.
City 4- Even the order number is ________.
5- It ________ be OR961________.
II LISTENING Listen to a phone conversation 6- How can it be ________ that there are all
between a driver and a customer service agent. these ________?
Correct the mistakes on the delivery note.. 7- That’s a good ________, Ma’am?
106
IV. ROLEPLAY Work in pairs to roleplay a VI. USEFUL PHRASES Find and underline the
similar conversation between the driver and following phrases in the email.
the agent. Discuss some more mistakes in the 1- an apology
delivery note. Use some of the phrases from 2- an explanation of why something happened
Exercise III. 3- a request for information
4- a promise
V. READING Read the email. Answer the
questions. VII. WRITING Write a letter of similar apology
based on your roleplay in Exercise IV.
1- Who are the people?
2- What was the cause of the problem?
3- What information does the writer ask for?
To: Hamdi Boulaleh
From: Nassiya Abdillahi
Date: 25th January
Subject: Correction of the delivery order
number OR961
Dear Hamdi ,
I am sorry for the mistake with the delivery
note OR 961. The mistake was the result of a
human error: a new hire took your order by
phone and forgot to check the information.
The form has now been corrected with the
correct details. I would like to know when
you will be available to receive your goods
again.
Our relationship is extremely important to
us. In the future, I will make sure that this
kind of problem does not happen again.
I look forward to hearing from you.
Kind regards
Nassiya
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Unit 6 Lesson 3: Handing over the goods
Speaking: Delivery Driver Conversations
I. PREDICT Work in groups. Discuss what is 4- documents: p_____5- to believe that
happening in the pictures. somebody is coming at a particular time: to
e_____somebody (at that time)
II. LISTENING Listen to three short 6- large symbols (e.g. ABC, not abc):
conversations. Match the conversations (– 1 c_____l_____7- a long mark (e.g. _____): a
3) with the pictures (A – C). Who is the driver l_____
speaking to in each conversation?
V. ROLEPLAY Work in groups to roleplay the
III. USEFUL PHRASES Complete the useful three situations in the pictures. Take turns to
phrases with words and phrases from the box. play the driver. Use the useful phrases in
Then listen again to check. Exercise III.
capital letters drop off expecting
goods entrance head back line must
paperwork
1- I’m here to _____ some boxes at the
Sunset Products Factory.
2- They’re _____ me at 2pm, but I’m a little
early. Is that OK?
3- Is there a separate _____? Or shall I use the
main entrance?
4- I’ll just get the _____ ready.
5- I’ve just checked the delivery note, and it
says they _____ be signed by Ms. Misrak.
6- If you could just sign here, please, on this
_____.
7- Can you also print your name in _____
here?
8- Can I use your toilets before I _____?
IV. VOCABULARY Find words and phrases in
Exercise III that mean the following.
1- a door just for deliveries: g_____ e_____
2- to go/drive in a particular direction: to
h_____ somewhere.
3- deliver something somewhere: d_____
something o_____
108
Unit 6 Lesson 3: Handing over the goods
Listening: Delivery confirmation
I. PREDICT Work in groups. Read the 4- Basic Delivery Confirmation makes sure
comments and answer the questions. the person receiving the item is the actual
We ordered some goods to be delivered customer who bought it.
to our factory this morning. I waited all 5- Basic Delivery Confirmation is often enough
morning, but nothing arrived. When I called to prevent some acts of fraud.
the supplier, they said the driver delivered 6- With Signature Confirmation, the recipient
the order to our factory at 10 o’clock. And may have to pick up the goods at a carrier
they said I still had to pay for the goods! I’m location.
really angry! 7- With Adult Signature Confirmation, a
I delivered some goods to a factory this person at the delivery address will need to
morning. I made sure it was the right address, sign for the item.
as always, and handed the goods over to one 8- Signature protection can help both the
of their warehouse workers at 10 o’clock. But merchant and the customer.
later, the customer phoned my office to say
she was still waiting for the goods! And she V. VOCABULARY Complete the explanations
said she didn’t want to pay for them! It made with words from the box.
me really angry! 1- A ________ is a person or company that sells
1- Who made the two comments? things.
2- Why are they angry? 2- A ________ is a disagreement (e.g. when two
3- What do you think really happened? people can’t agree about what happened).
4- How can you avoid problems like this? 3- If somebody ________ that something
happened, they say it happened, but maybe
II. LISTENING Listen to the beginning of a it didn’t.
presentation. Check your answers from 4- If you ________somebody about something,
Exercise I. you give them information about it.
5- If you ________ a problem, you stop it from
III. LISTENING Listen to the next part of the happening.
presentation. In what order does the presenter 6- ________ is a crime where people tell lies to
mention the following topics? make money.
a. Signature Confirmation 7- If somebody is ________ somewhere, they
b. What is Delivery Confirmation? are there, not somewhere else.
c. A common type of dispute 8- A ________is a person who signs a document.
d. Basic Delivery Confirmation 9- If you have ________ that something
happened, you can show for sure that it
happened.
10- If two things ________, they are the same
as each other.
IV. Listen again. Are the statements true or false? VI. SPEAKING Discuss in groups.
1- Delivery confirmation is relatively easy to 1- Do you think disputes about deliveries are
implement. common?
2- Delivery confirmation can help merchants 2- What should a driver do if the customer isn’t
to respond to disputes. present for the delivery?
3- A simple delivery confirmation gives 3- What should happen if the signee’s signature
detailed information about the journey of doesn’t match the customer’s signature?
the product from the moment it is sent.
location.
109
Unit 6 Lesson 3: Handing over the goods
A2 Vocabulary: Verb + noun collocations
I. collocation is two or more words that often go 3- I’m afraid the manager is still in a meeting.
together. Complete the collocations with verbs Please _____ a _____ while you’re waiting.
from the box. You can use each verb more than 4- I’ll have my phone with me, so please _____
once. me a _____ if you need me.
5- Whenever I have a lot of things to remem
have give make take ber, I always _____ a _____ on my phone.
6- I’m going to the airport this afternoon.
1- If you _____ somebody a ring, you call Shall I _____ you a _____?
them on the phone. 7- Before you start writing a report, always
2- If you _____ a mistake, you do something _____ a _____, so you know what to in
wrong. clude.
3- If you _____ your time, you work slowly, 8- We don’t need these goods until next
without hurrying. mon th, so please _____ your _____. There’s no
4- If you _____ somebody advice, you tell hurry.
them what they should do. 9- Would you like me to _____ you _____ to
5- If you _____ a rest, you relax after working our office? Or do you have GPS?
hard. 10- Always check the goods carefully before
6- If you _____ a plan, you decide what you’re you leave the warehouse, so you don’t
going to do. _____ a _____ and take the wrong goods.
7- If you _____ somebody directions, you tell
them which way to go. III. SPEAKING Work in groups. Take turns to
8- If you _____ a list, you write a lot of things, test your partners on the collocations, as in
one thing per line. the examples.
9- If you _____ somebody a lift, you drive
them somewhere in your car or truck. A: Show? B: Show some
10- If you _____ a seat, you sit down. A: A seat?
identification.
II. Complete the sentences with collocations B: Take a seat.
from Exercise I. Write a verb in the first
space and a noun in the second space.
1- I’m tired after that long journey. I need
to _____ a _____ before I drive back to the
warehouse.
2- Can I _____ you some _____? You shouldn’t
drive so far without a break. It’s dangerous.
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Unit 6 Lesson 3: Handing over the goods
Grammar: Present perfect with for, since, just and still
I. LISTENING Listen to a phone conversation We use for to talk about a length of time (e.g.
between driver and warehouse foreman. Choose for two days, for five years) and since to talk
the correct options. about the start time since 2018, since we
met). We ask questions with How long …?
1- The driver is at a factory / on the road • I’ve had this truck for 5 years. (= I bought it
now. five years ago, and I still have it now.)
2- The driver noticed that the packaging / • We’ve known each other since we were
solar panel was damaged. students. (= We met when we were
3- The customer didn’t sign / signed the deli students, and we still know each other now.)
very confirmation. • How long have you lived here?
4- The driver thinks the problem is his / the We can use the present perfect with just to
customer’s fault. talk about something that happened very
5- The driver is going to pick up the solar recently.
panel after / before lunch. • I’ve just had an idea. (= a few seconds ago).
We can use the present perfect in negative
II. Read the information in the grammar statements with still to emphasise that
box. Then complete the extracts from the something is taking more time than
conversation with for, since, just or still. expected:
• I started last week, but I still haven’t
1- You’ve been away _____ hours! finished. (= I expected to finish sooner)
2- I’ve _____ left the factory yard.
3- I’ve known her _____ years. III. Choose for or since.
4- I’ve _____ received an email from Ms.
Hared. 1- for / since a year
5- She says they’ve _____ checked the solar 2- for / since July
panel more carefully. 3- for / since yesterday
6- She’s been one of our best customers 4- for / since five minutes
_____ we opened our business. 5- for / since we met
7- I’ve been on the road _____ 6am and I 6- for / since ages
_____ haven’t eaten anything! 7- for / since six months
8- for / since the beginning of the year
Present perfect with for, since, just and
still
We often use the present perfect to talk IV. SPEAKING Work in groups. Ask and
about states that started in the past and answer questions.
continue now. (e.g. now.) • How long have you had your …?
• We’ve known each other since we were • How long have you known …?
students. (= We met when we were • What have you just done?
students, • Is there anything that you are planning to
do, but you still haven’t done?
111
Unit 6 Lesson 3: Handing over the goods
Speaking and writing: A delivery failure
I. SPEAK Work in pairs. Discuss the 6- “I’m here to unload some pallets from / into
questions. your truck.” “Great. Everything’s ready for /
1- Look at the picture. What does it show? to you.”
2- What do you think caused this problem? 7- “Be careful! This pallet seems unstable!”
3- What should happen if a driver delivers “Don’t worry. Just stay ahead / away from the
damaged goods like this? pallet.”
8- “One of the drums is leaking.”“Yes, there’s
II. LISTENING Listen to a conversation oil all about / over the floor of my truck, too.”
between a driver and customer during 9- So, what about / for the delivery
delivery goods. Are the statements true or confirmation signature?
false? 10- I’ll add a note about / after the damaged
1- The driver is late. drum. I’ll discuss it for / with your colleagues
2- The driver parks in the yard to offload the in sales.
pallets. 11- What shall I do after / with the damaged
3- Several of the drums are leaking. drum? Shall I take it away / from?
4- The customersignstheDeliveryConfirmation.
5- The driver is going to take the damaged IV. Find words and phrases in Exercise III that
drum away. mean the following.
III. USEFUL PHRASES Choose the correct words 1- There’s not enough space: It’s t_____
to complete the useful phrases. Then listen again t_____.
to check. 2- to leave a car/truck somewhere: to p_____
1- You’re from / on time! 3- to take something away: to r_____
2- “Follow me please. I’ll show you our something
warehouse yard.”“ Thanks. After / With you.” 4- It might move or break: It’s u_____.
3- Sorry, but this space is too tight for / with 5- Water or another liquid is coming out: It’s
the truck. l_____.
4- “Can I park it on the other side of the
warehouse?”“OK, go ahead / away.” V. ROLEPLAY Work in groups of three to
5- I’ll remove the straps from / over the pallets roleplay a similar situation. Use the useful
while I’m waiting. phrases from Exercise III.
112
Unit 6 Lesson 3: Handing over the goods
READING: THE EMAIL
I. READING Read the email. Answer the II. SPEAKING Discuss the questions in
questions. groups.
1- Who are the people in the email? 1- What should Rayan send to Degane? 50
2- What does the writer want? litres of oil or a new 200 litre drum?
2- If he ends a new 200-litre drum, what
To: Rayan Mouktar Omar should happen to the 150 litres in Degane’s
From: Degane Dirieh warehouse?
Date: 21th March 3- Should Rayan offer to pay for the time that
Subject: Delivery failure (damaged oil Degane’s workers spent?
drum)
III. WRITING Write an email reply to Degane.
Dear Rayan, Use your ideas from Exercise II.
Regarding the recent delivery of oil drums,
we noticed a damaged drum on one pallet.
We managed to rescue about 150 litres from
the drum, which means we lost around 50
litres. As the drum was already damaged
when it arrived, we accept no responsibility
for the damage. We had to spend a long
time transferring the oil to a spare drum
and cleaning up the mess in our warehouse.
Our transaction is still open, and I would like
to deliver these drums to my customer by
Monday afternoon the 24th. I am waiting
for correction as soon as possible.
I look forward to hearing from you.
Kind regards
Degane Dirieh
113
Consolidations (Unit 4, 5 and 6)
I: Look at the puzzle; can you find the hidden workplace words?
Instructions:
Find the hidden words from the box in the puzzle.
All the words go across or down. There are no diagonal or backwards words.
1) WORKPLACE 2) OFFICE 3) BUILDING 4) CUBICLE 5) DESK 6) TELEPHONE
7) COMPUTER 8) MOUSE 9) KEYBOARD 10) MONITOR 11) PRINTER
12) PHOTOCOPIER 13) SCANNER 14) SHREDDER 15) BIN 16) COMPANY
17) EMPLOYER 18) STAFF 19) WORKER 20) CO-WORKER 21) SECRETARY
22) MANAGER 23) CUSTOMER 24) CLIENT
H N L Z H C O WO R K E R S C P MP
V T E L E P HONE UB Y C OT NS
L MC O MP A N Y S MJ WA MX U H
P A E S N WO R K E R WJ N P MK R
R R C U S T O ME R B O G N U A K E
I R F Y R K J OY GUR B E T NJ D
N S E C R E T A R Y I K I R E A MD
T C I S Y Y U WO V L P N Q R G O E
E U E T N B C O F T D L L S ME N R
R B DAV OL E F OI AE V GR I M
Z I E F DAI QI E NC HL I T T O
Z C S F E R E F C AGE B S HHOU
U L K T Z D N V E E MP L O Y E R S
B E B P HOT OC 0 P I E R OT R E
II: May vs Can
Read the Context
In the conversation below, Alice Ames, Dan Dole and Rita Ross are speaking informally. This is
acceptable in some office environments but not in others. Some employers require employees
to be more formal, especially in workplace situations where employees interact with clients and
customers.
Change the conversation to more formal usage:
• Use last names with Mr., Mrs., and Miss (Ms.).
• Use standard English (avoid colloquial speech).
• Use polite requests and suggestions.
114
ALICE: Hey, Dan. Can I talk to you?
DAN: Sure. Come on in and have a seat.
ALICE: Do you mind if I take my two-week vacation at the end of May?
DAN: The end of May is busy for us. Can you take it the first two weeks of May?
ALICE: My cousin is getting married on May 21. I don›t think I can ask her to change it.
DAN: Oh, I see. Of course not. Let me ask Rita if she can step in for you.
DAN: Rita, can you come to my office?
RITA: One moment. I›m talking with a customer.
DAN: (later) Rita, can you cover the last two weeks in May for Alice?
RITA: Yeah, I think so. Can I talk to my babysitter first? I’ll need to arrange childcare.
DAN: OK. Why don›t you get back to me tomorrow with your answer.
RITA: I’ll let you know as soon as I can.
DAN: Thanks.
DEFINITIONS:
1- Client—Someone who gets services or advice from a professional person, company, or
organization.
2- Colloquial speech— Language or words that are colloquial are used mainly in informal
conversations and messages rather than more formal speech or writing.
3- Cover X for someone— Do the work of someone else temporarily. (Example: “Please cover
the front desk for me while I take a ten-minute break.”)
4- Customer— Someone who buys goods or services from a shop, company.
5- Employees— Workers.
6- Get back to someone— Respond to someone; answer at a later time.
7- Step in for someone— Take the place (job) of someone else.
8- Take vacation— Go on vacation using time that is allowed by one›s contract with the
employer.
III: Choose the correct adverb from the box to complete the sentence.
Just always still since already yet
1- I have ………..seen Zahra coming out from the warehouse.
2- Have you finished loading the pallets ……….?
3- She…………hasn’t replied to my email, maybe she’s on holiday.
4- The truck has left …………….the yard.
5- Ali has …………..been called the driver by one of his co-workers.
6-…………….I have been back at work, I have been feeling great.
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‘we should receive with an open heart as well as we
give with an open heart’
1. What do you think is involved in the process of receiving goods?
2. What should you check before you accept the goods?
3. What do you think happens if you reject some goods?
Lesson 7.1 1 Conducting Lesson 7.2 Accepting or Lesson 7.3 Putaway
quality control rejecting goods SPEAKING: The
putaway process
SPEAKING: Getting a SPEAKING: Rejecting goods LISTENING: Organising
Quality Control certificate VIDEO: Receiving and storing goods in the warehouse
READING: Food quality A2 GRAMMAR: Pronouns A2 GRAMMAR:
checklist A2 VOCABULARY: Opinion Prepositions of place
A2 VOCABULARY: adjective A2 VOCABULARY:
Damaged goods WRITING & SPEAKING: Parts of places and things
A2 GRAMMAR: Modal Returning goods WRITING &
verbs for polite requests SPEAKING: Returning
WRITING & SPEAKING: goods
Checking newly arrived
goods
Lesson 7.1 Conducting quality control
Speaking: Getting a Quality Control certificate
I. SPEAKING Discuss the questions in small 3- As you may know, _____ of a product have
groups. to pass _____, ....
1- What is the woman in the picture doing? 4- Then we have to do _____, to check things
2- Where do you think she works?
3- How is her work connected to logistics? like colour and size.
5- There are some other procedures to
check the _____ and the _____, the
weight of each rice bag, and so on.
6- I... then we will take the required action,
either to destroy the goods or return to
the_____
II. LISTEN to a conversation between a rice V. UNEFUL PHRASES Match the beginnings
importer agent and a quality inspector about and endings to make phrases from the
getting a Quality Control certificate. Answer conversation.
the questions.
1- Where does the scene take place? 1. Good a. you have all required
2- Where did the shipment come from? morning, how documents for this
3- When did it arrive? can shipment?
4- Which logistics company is the shipment
for? 2. Could you b. give you my phone
5- What type of container is the shipment? give me number?
III. Match the words on the left column (9–1) 3. Could you c. this certificate as soon
tell me as possible?
with the words on the right column (a–i) to 4. Would you d. I help you?
tell me if
make word partnerships. Then listen again
5. Could you e. where the rice came
to check. a. date issue from?
1 selected
2 an appearance b. container 6. Would it be f. have more information
possible to about the checking
3 approved receiving c. production procedures?
4 date of d. documents 7. Would you g. more information
like me to about you?
5 country of e. check
6 the required f. samples
7 a 40-foot g. origin VI. Which phrases in exercise V are requests
8 laboratory h. checklist for help or information? Which are offers?
9 expiry i. testing VII. ROLEPLAY Work in pairs: to roleplay a
similar conversation.
IV. Complete the extracts below with Student A: You are an importer. Decide what
product you are importing. Ask the Quality
phrases from Exercise III. Inspector about the QC procedures.
1- I am here at your office to get a QC certificate Student B: You are a Quality Inspector.
for _____of rice. Answer the importer’s questions. You can
2- Would you tell me if you have all _____ for invent any information you need.
this shipment, like the_____.
117
Lesson 7.1 Conducting quality control
Reading: Food quality checklist
I. Read the food quality checklist. Did the II. Study the checklist and decide whether
rice pass or fail the test? Why? the statements are True or False.
1- The information isn’t written on the bags.
2- The packaging is good.
3- The rice looks and smells good.
4- There is a risk of contamination.
5- The weight is the same as mentioned on
the bag.
III. Read the following email. Who is the
writer? Why are they writing?
To: Djibouti Medico company
From: The National Drugs Analysis Laboratory
Subject: Result of quality control inspection
We are sorry to inform you that the samples
of your medical drugs reference 667432JGT,
taken to our laboratory on 20/7/6XX and
inspected by the general inspector Ibrahim
Abdo, has failed due to the following:
1- The packaging is inadequate;
2- The storage conditions were bad, which
caused bad smell and risk of contamination
with pathogenic microorganisms.
3- The names of active ingredients were
missing;
4- The name and address of the manufacturer
were not written.
As a result, we decided to reject your shipment.
Thank you for your understanding
Yours faithfully
General manager of N.D.A.L
118
IV. Read the email again and fill the checklist V. Match the words and definitions.
below with information in the email.
a. not enough / not
1. packaging good enough
2. contamination with b. a company that
pathogenic micro- makes goods for
organism sale
c. the way a
3. storing conditions product is wrapped,
protected, etc.?
d. the parts of
a drug that are
4. active ingredients biologically or
chemically active
e. the way the
product was stored
5. manufacturer (e.g. temperature,
humidity, etc.)
6. inadequate f. accidental
introduction of
bacteria, virus, etc.
VI. ROLEPLAY Work in pairs to roleplay
this situation.
Student A: You are an import agent. Phone
the inspector to ask about the results of the
test.
Student B: You are a QC inspector. Tell the
import agent about the results of the test.
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Lesson 7.1 Conducting quality control
Vocabulary: Damaged goods
I. Match the words and definitions. II. Discuss in pairs.
a bent bladea broken platea chipped vasea 1- How do you think the damage in the
dented bumper some rusty boltsa scratched pictures happened?
lensa squashed boxa torn belt 2- How can you prevent the things in the
pictures from being damaged?
1- Work in pairs. Think of some other products
for each type of damage.
2- bent
3- broken
4- chipped
5- dented
6- rusty
7- scratched
8- squashed
9- torn
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Lesson 7.1 Conducting quality control
Grammar: polite requests
I. LISTEN to a short conversation. Answer III. LISTEN the conversation again and
the questions. complete the gaps with phrases from the box
below. Sometimes there are more than
1- What documents does the manager want? one possibleanswer.
2- Where are the documents now?
1. Can you tell me a. Of course. Will
II. LISTEN the conversation again and when the ship will you tell me your
complete the gaps with phrases from the box arrive? address again?
below. Sometimes there are more than one
possibleanswer. 2. Would you sign b. OK, no problem.
here, please? What time do you
We use the modal verbs can, will, could, need to go?
would and mayto ask for things, make offers,
invite people, and order in a restaurant. 3. Could you bring me c. Of course. Can I
Requests with Can you ...?/ Will you ...? are the checklist? borrow your pen?
quite direct and informal.
Requests with Could you ...?/ Would you 4. Will you resend the d. Sure. It’s due on
...? are more indirect and formal. email, please? Jun 15th.
Requests and offers with May I ...? are more
formal than with Can I …? 5. May I leave early e. OK. I’ll just go
You can make offers with the structure today? and get it.
Would you like me to …?
1- Ramy, ________ you send me the latest
receiving checklists again?
2- ________ I finish my lunch first?
3- ________ you print a copy for me?
4- ________ you help me?
5- How ________ I help?
6- ________ you help me to look for them?
7- ________ you like me to email them to you
now?
121
Unit 7 Lesson 2: Accepting or rejecting goods
Speaking: Rejecting goods
I. SPEAKING Discuss the following questions 2- Really? What ________ you think that?
in groups. 3- As I’m ________ you know, dairy products
have to be stored …
1- Whymightacustomerrejectsomegoods?Think 4- Oh dear. I’m sorry to ________ about that
of at least three reasons. situation.
2- What action(s) can you take if you want to reject 5- Anyway, I’ll ________ sure the insurance
goods? company pays you back …
3- Who do you think should pay the cost of the
rejected goods? V. VOCABULARY Match the words from the
II. Look at the picture of dairy products. conversation with the explanations.
Answer the questions.
1- What dairy products can you see in the picture? 1- If you complain a. it is bad and you
2- What should a transport company do to about something, can’t eat it.
make sure dairy products are fresh when they 2- Dairy products b. you say you don’t
arrive? 3- A shipment is , want it, and send it
4- If food is spoiled, back.
III. LISTENING Listen to a telephone 5- A refrigerator (= c. is a place to store
conversation between an exporter and an a fridge) things and keep
importer of dairy products. Answer the 6- If you reject a them cold.
questions. shipment, d. are made from
7- A replacement milk.
e. is something that
you get instead of
something else.
f. you say what’s
wrong with it and
why you’re not
happy.
g. a group of goods
that are delivered
together.
1- What is the problem with the shipment? VI. ROLEPLAY Work in pairs. Roleplay a similar
2- What is the cause of the problem? conversation about rejecting a delivery (e.g.
3- How will they solve the problem? because of broken goods, bad packaging,
4- What is the exporter going to do next? incorrect products, etc.). Use some of the
phrases from Exercise V.
IV. USEFUL PHRASES Complete the following
phrases with words from the box. Then listen Student A: You are an area customer. Complain
again to check. about a recent delivery and explain why you
rejected it.
complain hear make makes sure Student B: You are a logistics agent. Listen
1- I am calling to ________ about your latest to your customer’s complaint and try to work
shipment … out a solution.
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Lesson 7.2 Conducting quality control
Video: Receiving and storing
I. PREDICT You are going to watch a video of IV. Complete the advice from the video with
a chef talking about how to receive and store the correct form of words from Exercise III.
food for a large cooking business. Before you Then watch again to check.
watch, predict what she will say about the 1- Have your order list available and ________
following. it against the invoice.
2- While the driver is still on the ________,
A- Storing food safely and efficiently make sure you check that you have everything
B- Checking deliveries while the driver is on you ordered.
the premises Open your ________ to check the quality of
C- Rejecting and returning products
II. Watch the video. In what order does she the product.
mention topics A–C in Exercise I ? 3- You should ________ your temperatures of
your ________ foods.
III. VOCABULARY Match the words and 4- If anything is ________ or unsatisfactory,
meanings. a. you check a few refuse at the time of delivery and make
1- If something is examples, not every sure your ________ is corrected.
item. 5- Make sure both the receiver and the
missing, b. it isn’t where it delivery person ________ any returns or
2- If you cross-check should be. credits.
c. is a box with its 6- ________ your cases and make sure you’re
two documents, contents. ________ your product in all your storage
3- Raw food d. you make sure areas.
4- Hazardous they both contain the 7- Keep your ________ foods on the lower
same information. shelves, your prepared foods above.
materials e. you write the first
5- A case letters of your name V. SPEAKING Discuss in groups.
6- If you rotate on it.
f. might be 1- Why do you think the chef recommends
goods in a storage dangerous. dating the cases and rotating the goods?
g. are the place 2- She mentioned the FIFO (first in, first out)
area, where your business system. What do you think that means?
7- An invoice is located. 3- She recommends avoiding cross-
8- If you initial a H. you write today’s contamination in your storage areas. What do
date on them. you think she means?
document, I. you put new goods
9- Your premises at the back and move
10- If you spot-check old goods to the
front.
something, J. hasn’t been
11- If you date some cooked yet.
K. is a document
goods, that tells a customer
how and when to
pay.
123
Unit 7 Lesson 2: Accepting or rejecting goods
Grammar: Pronouns
I. LISTENING Read and listen to a Pronouns
conversation about accepting and rejecting Indefinite pronouns: something, somebody,
goods.Answer the questions. someone, somewhere;anything, anybody,
anyone, anywhere; everything, everybody,
1- How long has the meat been in the everyone, everywhere; nothing, nobody, no-
warehouse? one, nowhere
2- What did Sahra Guled do wrong? We mainly use indefinite pronouns with any-
3- What did everyone else do wrong? in questions and negatives.
There’s no difference between -body and
Supervisor: There’s something wrong with -one; both endings refer to people.
this meat. How long has it been here? We often use else after an indefinite
Assistant: I don’t know. The date should pronoun. It means a different person/ thing/
be on the case, but I can’t find it anywhere. place.
Supervisor: No, but there’s a signature Adjectives come after indefinite pronouns,
here. not before: something wrong, nothing
It’s not mine. Is it yours? special, etc.
Assistant: No. It looks like SG, but nobody Possessive pronouns: mine, yours, his, hers,
in our warehouse has those initials. ours, theirs
Supervisor: We had a worker here called Possessive pronouns are similar to possessive
Sahra Guled, so maybe it’s hers. determiners (my, your, etc.), but we use them
Assistant: But she stopped working here a without nouns: It’s my book→It’s mine.
few weeks ago. That means this meat has Reflexive pronouns: myself, yourself,
been here for weeks. himself, herself, itself, ourselves, yourselves,
Supervisor: What? Nothing should be here themselves
more than a few days! What about FIFO? We use reflexive pronouns when the object
Everyone in this warehouse is responsible of a verb is the same as the subject: Let me
for rotating our goods.Everybody!And that introduce myself.
includes you! We often use reflexive pronouns after
Assistant: Yes, ma’am. prepositions: I don’t like talking about myself.
Supervisor: Do I have to do everything We often use reflexive pronouns (usually
myself? with by) to emphasise ‘without any help from
Assistant: No, ma’am. But there are so many other people’: Don’t worry. I can carry these
workers here. It’s hard to know who is doing boxes (by) myself.
what. Reciprocal pronoun: each other
Supervisor: So you need to talk to each We often help each other. (= I help them
other more! You all work by yourselves most and they help me.)
of the time, but you need to work more as a
team. Is that clear?
Assistant: Yes, ma’am.
II. Read about pronouns. Then underline the
following examples in the script in Exercise 1.
1- Seven indefinite pronouns
2- Three possessive pronouns
3- Two reflexive pronouns
4- One reciprocal pronoun
124
III. Complete the sentences with a suitable VI. Choose the correct pronouns to complete
indefinite pronoun. the sentences.
1- I’m the only person who rotates the goods 1- We didn’t buy this machine – we built it
here – ________ else ever does it. each other / ours / ourselves / us.
2- Please put these boxes ________ safe. 2- They’re a great team. They all like each
3- Is there________ else in this warehouse other / theirs / them / themselves.
that has been here for weeks? 3- My pen isn’t working. Can I borrow each
4- Please tell ________ to come to the other / your / yours / yourself to sign these
meeting. I need to speak to the whole team. documents?
5- Why did you throw away that meat? There 4- I find it hard to express each other / me /
was ________ wrong with it. It was fine! mine / myself in English.
6- I can’t find the crates________. I’ve 5- This is somebody else’s delivery! Each
searched ________– thewhole warehouse. other / Our / Ours / Ourselves should be 20
7- ________ phoned earlier to speak to you, cases of frozen fish!
but I don’t know who it was. 6- They had a lovely time at the party.
They really enjoyed their / their / them /
IV. Put each other in the right place into the themselves.
sentences 7- When you cross-check two documents, you
compare them with each other / them /
1- The two companies blamed for the damage. themselves / theirs.
2- Terry and Jack were talking to in the hallway.
3- The customer and the supplier spent the
afternoon chatting to .
4- The managers congratulated when they
signed the new contract
V. Replace the personal pronouns by
possessive pronouns or reflexive pronouns
1- It wasn’t my fault, it was...................(you).
2- She introduced .........(she) to the new client.
3- This order list is ..........(you)and you must
check it by ................(you).
4- The container over there is ..............(they).
5- He hurt ............(he) while he was walking
in the warehouse.
125
Unit 7 Lesson 2: Accepting or rejecting goods
vocabulary: Opinion adjectives
I. Put the adjectives into the correct groups. 7- This fish doesn’t e. Did you put salt in
amazing awesome bad brilliant smell very fresh. it instead of sugar?
excellent fantastic fine good 8- You have a very f. It’s different from
horrible OK terrible wonderful
unusual name. our usual deliveries.
9- This coffee tastes g. I’ve never met
strange. anybody called that
10- It was lucky that
before.
you didn’t hurt your h. If there’s anything
head. wrong with them, we
reject them.
i. It hurts my back
when I sit on it.
j. I like them and the
smell makes me feel
good.
II. PRACTICE Complete the sentences with IV. SPEAKING Work in groups. Describe the
words from Exercise I. Sometimes more than following.
one word is possible.
1- Wow! You’ve got a new job! That’s ________ a perfect day
pleasant weather
news! Well done! a useful piece of equipment
2- We didn’t reject the vegetables we received. a lucky event
They were ________, but nothing special. an unusual meal
3- It was ________. They rejected our whole
delivery!
4- I can recommend JRD Logistics. They’re
absolutely ________.
III. Match the beginnings and endings.
1- We only accept a. aWe really enjoyed
perfect goods. ourselves.
2- We have a special b. But next time,
delivery today. please wear a helmet.
3- We had c. You can use them
alovelytime today. for lots of different
4- These vegetables
jobs.
smell pleasant. d. It’s bad because
5- Pallet trucks are
it’s been here too
very useful.
6- This chair isn’t very long.
e. Did you put salt in
comfortable.
it instead of sugar?
126
Lesson 7.3 Conducting quality control
Speaking and writing: Returning goods
I. SPEAKING Discuss in groups. V. Match the names of the packaging materials
in the box to their right pictures.
1- Have you (or somebody you know) ever
had to return goods to a supplier? What Fragile stickers - foam sheets - bubble
happened? wrap - packing peanuts
2- What are some reasons that a customer
might need to return goods?
3- Who should pay to transport returned goods?
II. Listen to dialogue about returning goods. VI. ROLEPLAY Work in groups to roleplay
Choose the correct words. this situation.Use phrases from Exercise III
to make and respond to suggestions.
1- The supplier delivered ceiling / wall lights.
2- The mistake was the customer’s / supplier’s
fault.
3- The customer / supplier is going to pay for
transport.
4- The lights / packing materials are damaged.
5- The warehouse workers have a lot of /
no experience of packing delicate electrical
equipment.
III. USEFUL PHRASES Complete the extracts You are warehouse workers. Follow the
from the conversation with words from the instructions in the email to pack the lights
box. Then listen again to check. safely. Think about some problems that you
might have (e.g. you don’t have the right
Better don’t hand I’ll idea let’s packing materials).
shall sure
So first we need to cover the whole lamp
1- Do you need a ________ installing them? with foam sheets. Hmmm … we don’t have
2- We’ve got lots of big boxes, so ________ any foam sheets. Shall I go and buy some?
use those. I’ve got a better idea. Let’s use …
3- Why ________ we check on the internet …?
4- Actually, I’ve got a ________ idea. VII. WRITING Write a reply to the supplier.
5- Yes. That’s a very good ________. Explain what you have done to pack the
lamps securely.
IV. Which phrases from Exercise III are used
for the following?
a. Offering help b. Making a suggestion
c. Agreeing to a suggestion d. Rejecting a
suggestion e. Making a decision
127
Unit 7 Lesson 3: Putaway
Speaking: The putaway process
a. check packaging and do spot-checks on
goods inside
b. stick barcodes on goods
c. cross-check delivery note against order
d. put away goods in warehouse
e. unload goods from truck
f. direct driver to correct unloading bay
g. input goods onto WMS
h. put goods into staging area
III. Who does each step (a–h) from Exercise
II.Write the letters next to each person.
Listen again to check.
I. PREDICT Read the definitions. Then 1- Goods-in Coordinator
answer the questions in groups. 2- Receiving Clerks
3- Unloaders
1- What are the different stages of the putaway 4- QA specialists
process? 5- Forklift truck drivers
2- How do you think a WMS can help with
putaway? IV. USEFUL PHRASES Complete the extracts
3- What do warehouse workers need to do from the conversation with words from the
during putaway to make sure the WMS works box. Listen again to check.
properly?
putaway (n): all the warehouse processes that after before happen happens next
happen between receiving a supply of goods once quite simple step then time
from a supplier and having it all stored away in
racks and shelves in your warehouse 1- What’s the first ________?
warehouse management system (WMS) 2- And ________?
(n): a software application designed to support 3- Well, ________ that, one of our Receiving
and optimise warehouse functionality and Clerks …
distribution centre management 4- What ________ next?
II. LISTENING Listen to a warehouse 5- And what happens ________ our QA
manager training some new employees. people have approved the goods?
Put the putaway stages (a–h) in the correct 6- Not ________. Before that can ________,
order. the Receiving Clerk has to …
a. check packaging and do spot-checks on
goods inside
b. stick barcodes on goods
128
7- They ________ print out some barcode
stickers …
8- ________ sticking the barcodes on the
goods, yes, it’s ________ to put them away.
9- So it’s all very ________. Are there any
questions?
V. Which phrases from Exercise D are useful
for the following?
a. explaining a process
b. asking about a process
VI. ROLEPLAY Work in pairs to roleplay
this situation. Use the phrases in Exercise IV.
You work in a small warehouse, where one
person (the Receiving Clerk) is responsible
for the whole putaway process. You don’t
have a WMS, so the Receiving Clerk has to
do everything without technology
• Student A: You are the warehouse
manager. Explain the putaway process to
your new Receiving Clerk. Ask questions
to check what your new employee already
knows.
• Student B: You have just started work as
a Receiving Clerk in a small warehouse. You
did a similar job in a much bigger warehouse
before. Listen to your manager’s training
and ask questions.
129
Unit 7 Lesson 3: Putaway
Listening: Organising goods in the warehouse
I. LISTENING You listen to a training session 6- Store your key products in the most
about organising goods in a warehouse. In accessible parts of your warehouse.
what order does the trainer explain the 7- Store similar things near each other within
following topics? zones.
a. ABC Analysis 8- 20% of your stock represents 80% of your
b. Dynamic putaway activity.
c. Like-with-like 9- Use fixed locations for the fastest-moving
d. Pick-together, store-together items and dynamic putaway for less common
e. The Pareto Principle items.
f. Fixed-location putaway
g. Congestion III. VOCABULARY Find words in Exercise II
h. Hybrid approach that mean the following.
i. Using a WMS
1- the place where something is stored:
• ABC analysis and Pareto principle: You l_____
are the warehouse manager. Explain the 2- when the roads are blocked with too
putaway process to your new Receiving many cars: a t_____ j_____
Clerk. Ask questions to check what your 3- to take an item from a warehouse to send
new employee already knows. it to a customer: to p_____ something
• Fixed-location and dynamic putaway: 4- two things that often go together: a
https://www.tradegecko.com/warehouse- p_____
operations-management/putaway 5- not wasting time or money: e_____
6- most important: k_____
• Like-with-like and Pick together, stock 7- easy to reach: a_____
together, congestion: These are my 8- a part of a larger area: a z_____
ideas, based on various things I’ve read,
plus my own experiences of working in a
warehouse.}
II. Which topic from Exercise B do these
statements refer to? Listen again to check.
1- It’s hard to find things if their location
keeps changing.
2- It’s like a traffic jam inside your warehouse.
3- It can help you but you still need to tell it
what to do.
4- Warehouse workers often have to pick
certain pairs of items at the same time.
5- It’s not efficient because a lot of storage
locations will be empty.
130
IV. SPEAKING Discuss in pairs. What do the V. ROLEPLAY Work in groups. Imagine
pictures show? How are they connected with you own a small supermarket. Hold a
what the trainer said? meeting to discuss how to organise all the
items in your supermarket. Use the ideas
from Exercise II.
131
Unit 7 Lesson 3: Putaway
A2 Vocabulary: Parts of places and things
I. Look at the map. Complete the sentences
with words from the box.
east centre north south west
IV. SPEAKING Work in groups. Ask and
answer about the room you’re in now. Use
the words in Exercise III.
Where’s the teacher’s desk?
At the front of the classroom.
1- Galafi and Yoboki are in the _____ of the
Djibouti.
2- Lac ’Assal and Lake Ghoubet are near the
_____ of the country.
3- Djibouti city and Obock are in the _____.
4- two things that often go together: a
p_____
5- Al Sabieh and Dikhil are in the _____.
II. SPEAKING Work in groups. Ask and
answer about other places in Djibouti.
Where’s …?
It’s in the …
III. Look at the picture. Draw arrows to the
following places.
1- the top shelf
2- the bottom shelf
3- the middle shelf
4- the end of the aisle
5- the left-hand side
6- the right-hand side
7- the top-left corner
8- the front of the forklift
9- the back of the forklift
10- the side of the forklift
132
Unit 7 Lesson 3: Putaway
A2 Grammar: Prepositions of place
1. There are 2. There’s a 3. There’s a Writing and speaking: Putting
partition walls fence _____ the ladder _____ away goods
_____ the desks LPG tanks. the wall.
I. Decide if the pairs of prepositions are the
same or different.
1- What happens in the staging area?
2- What happens in the packing area?
3- What is the tunnel aisle?
4- In an ABC Analysis, which parts of the
warehouse should be for categories A, B and C?
4. He has a 5. He’s coming 6. There’s a
_____ the fence _____ the
safety visor
_____ his face. stairs. side of the road.
II. LISTENING Listen to conversation
about putting away goods in the warehouse.
Complete the guidelines with the correct
7. The two fac- 8. The storage 9. He’s going words.
tories are _____ tanks are _____ _____ the 1- Arabica: Category _____. Find empty bays
each other. the warehouse. stairs. in aisles _____ to _____
2- Robusta: Category _____. Put away with
the other _____ bulk goods in aisle _____
II. Decide if the pairs of prepositions are the 3- Instant (bulk packs): Category _____.
same or different. Store in aisle _____, racks _____ to _____
1- You need to walk across / down the road. 4- Excelsa: Category _____. Put in aisle _____,
2- The fence goes all the way around / round rack _____, bay _____
the warehouse.
3- The goods entrance is near / opposite the III. USEFUL PHRASES Complete the phrases
main entrance. from the conversation with words from the
4- Take the stickers off / out of the boxes. box. Then listen again to check.
5- The fire extinguisher is beside / next to the 1- Does it matter ________ I store them all
fire exit. together or in separate aisles?
6- Go down the corridor and past / through 2- No, it doesn’t ________. Those goods move
the red door. so quickly that it’s not ________ worrying
about.
III. PRACTICE Write sentences about your 3- Can I just put it ________ in aisles 5 to 10,
school or a building you know well. Try to then?
use at least ten prepositions from this page 4- You’re ________ to choose any location
in your sentences. within that aisle.
5- Can I ________ find an empty bay within
those racks?
6- It’s ________ to you.
7- Do you have any ________ about which
order I put them away?
8- It’s your ________. I don’t ________.
133
Dispatching goods consists of three processes:
picking goods from where they’re stored in a
warehouse, packing them in suitable containers,
and finally shipping them to customers.
1. Look at the quote. What are the three stages of the dispatch process?
2. What do you think each stage involves?
3. What happens after the dispatch process?
Lesson 8.1 Picking goods Lesson 8.2 packing Lesson 8.3 dispatching
from the warehouse for documents
dispatching SPEAKING: Sending
SPEAKING: Giving SPEAKING: Explaining your a document to another
instructions job to a colleague country
READING:order picking READING: Packing and VIDEO: How to ship a
GRAMMAR:Linking packaging package
adverbs GRAMMAR: -ing forms and GRAMMAR:
VOCABULARY:Warehouse infinitives Measurements
picking VOCABULARY: Verbs VOCABULARY:
vocabulary followed by -ing forms or to- Countable and
WRITING & SPEAKING: infinitives uncountable nouns;
Writing text WRITING & SPEAKING: Quantifiers
Messages Responding to news WRITING &
SPEAKING:Complaining
about lost items
UNIT 8 LESSON 24.1: Picking goods from the warehouse
for dispatching
Speaking: Giving Instructions
I. VOCABULARY Look at the steps in the III. USEFUL PHRASES Complete the phrases
with words from the box. Then listen again
picking process. Match the phrases in bold to check.
with the explanations (6–1). clear/ example/ explain/ good/ got/ important
mean/ question/ sense/ start/ supposed/
a. You plan your 1- a part of a trick/ words
picking route. warehouse where
b. You batch items goods are stored 1- I’m going to ________ the picking process
together. 2- the part of a to you now.
c. You grab a picking warehouse where 2- Before we________, can anybody tell me …?
vehicle goods are packed 3- In other ________, you’ll see a code …
d. You bring the and sent to 4- It’s really ________ that you batch items
batch back to the customers together,
dispatch area for 3- put things into 5- Excuse me. I have a ________. How are we
packing. groups ________ to carry ten items at once?
4- a journey around 6- ________ question! You’ll need to grab one
e. You go around a warehouse to pick of these picking vehicles.
each picking zone items 7- The ________ is to make sure you’ve got
on your route. 5- a list of all the the right vehicle for the batch you’re picking.
f. You get a picking items you need to Does that make ________?
list. pick from the 8- Sorry, but what do you ________ by a
warehouse picking zone?
6- a hand cart, pallet 9- So for ________, we store all the dry goods
truck, forklift truck, in one zone, all the refrigerated goods in
etc. another zone, and so on. Is that ________?
10- ________ that, everybody?
II. LISTEN to a manager giving instructions
about the picking process to new employees.
Put the steps (a–f) in Exercise I into the
right order.
IV. ROLEPLAY Work in groups of 3 or 4.
Take turns to play the roles of the manager
and new employees.
Manager: Explain the picking process, using
phrases from Exercise III.
Employees: Ask questions about anything
you don’t understand.
135
UNIT 8 LESSON 24.1: Picking goods from the
warehouse for dispatching
Speaking: Order Picking
I. Look at the pictures. Work in pairs to II. Read the text. Answer the questions.
discuss the questions.
1- What does the 4- When do the
1- What activities are 3- What are they workers in picking
the workers doing? picking? picking process receive the
2- What equipment 4- How are they instructions?
are they using? picking? involve? 5- What are the
2- How do the picking instructions
to follow?
pickers work?
3- What are the
pieces of equipment
that pickers use?
How are they
different?
Order picking is one of the most impor-
tant jobs in a warehouse. It involves going
around the warehouse, taking things from
various shelves and racks, and bringing
them back to the dispatch area to be packed
and sent out.
Pickers are the workers who do this job. They
pick items or goods and they work on shifts
because the process of picking always takes
a lot of time. They check the picking list and
then fetch the items from the warehouse.
Nowadays a lot of is done by robots. But of
course, in smaller warehouses, it’s still done
by people.
Pickers use various equipment for picking.
Picking equipment is different in size and
capacity as well. It depends on how heavy
or light the goods are.
Some of the most widely used pieces of
equipment include platforms trucks, fork-
lift trucks and barrel trolleys. Most pickers
probably use pallet trucks and hand carts.
They ask fork-lift (FLT) drivers for help only
when necessary such as getting things off
higher shelves. Workers in the picking de-
partment receive instructions before they
start to work as pickers. The following are
the most important rules for pickers to fol-
low:
136
Techniques and The orders and 6- capacity f. different
strategies for picking documents needed, 7- equipment g. spaces where
goods efficiently such as the picking list goods are stored
Safety rules during Checking the items 8- incidents h. different
the picking process and counting working times
Reporting incidents (e.g. mornings,
during work evenings or
nights)
III. Read the text again. Are the statements V. Think-Pair-Share.
true (T) or false (F)? 3- What are some
1- Would you like examples of
1- Order picking is a part of warehouse most to work shifts? Why incidents that
important activities. (not)? can happen
2- Things brought back to the area of dis 2- Can robots do all in picking
patching are packed and sent them out. the picking in a departments?
3- Pickers use pallet trucks or hand carts to warehouse? Do we
get things off higher shelves. really need people?
4- Without checking the picking list, you
can’t fetch the items from the warehouse.
5- Warehouse workers start the job before
receiving picking instructions.
IV. LOGISTICS VOCABULARY Match the
words with their meanings.
1- racks a. how much
2- shifts something can
3- fetch carry/hold
4- robots
5- various b. tools, machines,
etc.
c. accidents and
other bad things
that happen
d. go somewhere
and bring
something back
e. non-human
workers
137
UNIT 8 LESSON 24.1: Picking goods from the warehouse
for dispatching
Grammar: Linking adverbs
I. Look at some things that people said or III. Complete the explanations with the
wrote in a warehouse. Who do you think said linking adverbs you underlined in Exercise B.
or wrote each sentence? Why? 1- We use _______ to introduce a contrast.
1 It was a very interesting meeting. Anyway, as 2- We use _______ to mean ‘as well’.
I said, I’ll be away next week. 3- We use _______ to introduce a new idea
(e.g. when we suddenly remember so-
2 Ali really helped me when I started working mething).
here. By the way, I heard that he may be 4- We use _______ to explain the result if
moving to Arta. something doesn’t happen.
3 It is a huge warehouse. However, it only 5- We use _______ to show we’ve finished
employs 10 people, because most of the work talking about one subject and started talk
is done by robots. ing about a new one.
6- We use _______ to mean ‘for that reason’.
4 There’s no coffee. Would you like a cup of tea 7- We use _______ to mean ‘in place of
instead? someone or something else’.
5 All employees receive paid holiday and sick IV. Fill in the spaces in the dialogue with the
leave. In addition, we offer benefits for new correct linking adverb.
parents. A: Have you picked all the items from the
6 Several items were not in the correct storage picking list?
location. We were therefore unable to send out B: No, I haven’t. I have been working on some
the goods on time. other work (1)__________. But I am going to
do it next.
7 Always use a fork lift truck to remove heavy A: That’s fine. (2)__________, what equipment
items from high shelves. Otherwise, you may will you use to pick them?
injure yourself or damage the items. B:They’re not so heavy. There are only around
70 light boxes. I’ll take a hand truck.
II. Read about linking adverbs. Then underline A: OK.Goodidea.(3)___________,iseverybody
seven linking adverbs in the examples above. coming for the meeting on Sunday?
LINKING ADVERBS B: Which meeting do you mean?
Linking adverbs are words or short phrases. A: Haven’t you heard about the manager’s
We use them to show the connection meeting with all the personnel in the picking
between two sentences. They usually come department?
at the beginning of the second sentence, B: Yes. I heard it but I am doing some other
with a comma. Sometimes it’s also possible job on Sunday, so I’ll miss the beginning.
to put them in the middle or at the end. (4)_______, I’ll try to join you later because it’s
very important meeting, I think.
A: Yes it is. The manager wants to explain the
new picking process. (5)__________ there will
be awards for some workers.
B: Wow!That’s nice. (6)____________ I’ll have
to postpone that job and come to the meeting
on Sunday.(7)__________, I’ll miss these great
events.
A: That’s good idea. See you on Sunday.
B: See you.Bye.
V. PREACTICE Practice the dialogue in pairs.
138
UNIT 8 LESSON 24.1: Picking goods from the warehouse
for dispatching
Vocabulary: Warehouse picking vocabulary
I. Label the pictures with logistics materials
vocabulary in the box.
boxes / shipping container/ office 4I use a fork- 5 I use a pick- 6 I use a
furniture/ drums/ crates/ sacks lift truck to pick up vehicle to vacuum sack
up a ________. carry ________. lifter to pick
up heavy
________.
III. Complete the spaces with the equipment
from Exercise II in the dialogues.
1 …………………… 2 …………………… 1- A: Hi. Do you have a lot of work to do this
morning?
B: Oh, I’ll be driving ________all the morning
to pick up goods from far places.
2- A: Ali. What’s that drum over there?
B: It’s one of ten more drums in the storage.I
have to move them all outside the warehouse.
A: They look heavy! So are you using a
________ to take them out?
3 …………………… 4 …………………… B: They’re empty drums. I simply need
________.
3- A: This shipping container has been here
for one week.
B: Is it empty?
A: Yes it is.We have to bring a________ to take
it outside. We need to use its space for some
other goods.
5 …………………… 6…………………… Sir, what equipment do I have to use for to-
II. Look at the picking equipment below. morrow’s picking?
Complete the spaces with the words in the 4- B: They’re just small crates. You need to use
a ________.
box in Exercise A. A: OK. That’s fine.
5- A: Can you help me to move those sacks
onto this pallet?
B: Er … they look really heavy. I don’t want to
injure my back.
A: Don’t worry. We’ve got a new ________ for
jobs like that.
1 I use a 2 I use a hand 3 I use a IV. PRACTICE Work in pairs to practice the
container truck to pick platform
handler to pick ________. truck to
up a ________. carry________.
dialogues with a partner.
139
UNIT 8 LESSON 24.1: picking goods from the warehouse
for dispatching
WRITING AND SPEAKING: warehouse picking Vocabulary
I. Read the SMS conversation.Answer the 1- What does A want B to do?
questions in pairs. 2- When will they meet?
A: Hi, there are some big orders that B: OK, no problem. Which days exactly
need picking this week. Can you help? this week?
A:Hmm, let me see the plan. It will be B: That’s fine. I’ll be there after
Monday and Wednesday afternoon.
A: Is there any chance you could come B: Sure. What kind of picking is
a little earlier? Around midday would
be perfect. B: No, that’s completely
A: They’re only about 30 empty drums B: Great! So, can we finish the work
to be dispatched on each day. That’s quickly?
not too much work, is it? B:That’s good.
A: Excellent. By the way, we have two B: Don’t worry. I’ll be there for sure.
hand trucks for picking.
A: Yes. We can B: No problem.
A: It’s great that I can count on you.
A: Thank you.
140
UNIT 8 LESSON 25.1: packing
Explaining your job to a colleague
I. PREDICT Work in groups. Discuss the IV. PRACTICE Complete the conversation
questions with words and phrases from Exercise III.
Then listen to check.
1- What do you think workers in a packing A- What is wrong (1) ________ with Ali today?
department do? I can’t see him here.
2- What is the hardest part of their job? B- Maybe he’s sick and he couldn’t come to
3- Why do they need to be careful with their work. It’s (2) ________ work in his department.
work? Let’s start the meeting without him.
A- Maybe we should (3) ________ sure first.
II. LISTEN to a conversation between two It’s an important meeting, and we can’t real-
friends during a break from work.They work ly decide (4) ________ without him. Do you
in different departments in a warehouse. know his number?
Answer the questions. B- No. I don’t.
A- Is there any other way of contacting him?
1- Why is Ahmed tired? We need to try to contact him, at (5) ________.
2- What problem does Ali describe? B- We can ask his friend Moussa. I’ll send him
3- Who advises Ahmed? Why? a message. (6) ________ a second.
A- That’s good.
B- Oh great! I got a number from Moussa.
Shall I read it aloud to you?
A- Actually, can you write it down please? I
always (7) ________ care when I’m writing
long numbers. Otherwise I can call wrong nu-
mbers.
B- Yes, it’s good to (8) ________ careful.
III. USEFUL PHRASES Listen again. Choose V. PRACTICE In pairs, practise the
conversation in Exercise V.
the correct words to complete the sentences.
VI. ROLEPLAY Work in pairs. Roleplay a
1- You look tired / 6- I have to make / conversation like the one in Exercise II.
tiring! What is wrong take sure that there Student A: You work in a shipping depart-
for / with you? are at last / least ment. You meet your friend during a break
2- It’s probably just / one layer of clothing, from work. Ask your friend why he/she is tired.
not the work. bubble wrap or Student B: You work in the packing
3- You need to be / something soft on department. Answer your friend’s questions
take care of yourself. both / each side of to explain why you’re tired.
4- Is that the most the fragile item.
tired / tiring part? 7- I think you’re
5- I have to be / take doing a great job /
careful not to put work. Keep on / up
anything / nothing the good work.
fragile next to the
edge of the carton.
141
UNIT 8 LESSON 25.1: PACKING
READING: Packing and packaging
I. Label the pictures (a–f) with actions from
the box. Some pictures show more than one
action.
labelling lifting shrink wrapping
sorting stacking weighing
a shipping container plastic
a ________ b ________
c ________ d ________
e ________ e ________ a plastic crate container
II. In which picture(s) (a–f) can you see the
following things?
1- some drums/barrels 6- some shrink wrap
2- a pallet 7- a fork-lift truck
3- a packaging slip 8- a pallet truck
4- a carton 9- some scales
5- a rack
III. Work in pairs. Take turns to say what is
happening in each picture.
IV. Discuss these questions with your partner.
1- How do you pack 2- Where do you put a wooden crate container
things? the packages?
142
I. Read the text. How many types of wooden pallet
containers / packaging materials does it
mention?Packing and packaging plastic pallet
People often use the words ‘packing’ and V. Read again. Are the statements true (T) or
‘packaging’ with the same meaning, but false (F)?
‘packing’ is more often used for the activity
of putting things into containers, etc., to 1- Packaging is an 4- Shipping contai-
prepare them for shipping, while‘packaging’ activity and packing ners can travel on
usually refers to the containers and other is something you use. ships, trucks and
materials that you use for that process. 2- Packing takes trains.
Packing comes after the picking operation place before the 5- Shrink-wrapped
in the warehouse. The workers who do the picking process. goods are safer and
packing are called packers. They use packa- 3- Drums and cases more protected.
ging materials, weigh the packages, label are different forms of 6- All items are
them with packing slips and pack the pro- containers. packed and placed in
ducts in various containers. a crate in a same way.
Here are some types of packaging 7- Pallets are always
materials: Containers hold and protect made of wood.
products and materials during storage and
transport. They come in different forms, like VI. Work in groups to discuss the questions.
bags, drums, cartons and cases. A shipping
container is a big steel container which is 1- Look at the examples of containers /
used for carrying goods. packaging materials in the text. Can you think
Ships carry the containers and transport of more examples?
them to distant places in the world, where 2- Think of products for each type of container
the whole container can be loaded onto a / packaging material.
train or truck. Products in the containers
are more secured and not easily damaged.
Shrink wrap is another way of protecting
goods in packing. Products are put onto a
pallet and then shrink-wrapped together.
Shrink wrap helps attach the goods to
pallets.Crates are strong boxes, usually
made of wood. Forklift trucks or pallet
trucks are used to move them. Heavy items
are packed at the bottom and lighter items
are placed at the top of the crate.
Pallets are made of wood or plastic. Pallets
can be handled by fork lift trucks and pallet
trucks. Pallets are used for storing, stacking,
handling and transporting goods as a unit
load.
143
UNIT 8 LESSON 25.1: packing
GRAMMAR: -ing forms and infinitives
I. LISTEN to the conversation. Put the stages e after certain verbs (e.g. afford, agree, arrange,
decide, fail, forget, hope, learn, manage,
in the correct order. need, offer, plan, promise):
1- fill the carton with 5- put the small • They forgot to sign it.
packing peanuts. cartons inside a
2- stick tape over all larger carton. III. PRACTICE Choose the correct form to
the edges. 6- close the large complete these extracts from the conversation.
3- stick hazard carton securely with Then listen again to check.
warning labels on the tape. 1- I recommend wearing / to wear latex
carton. 7- fill all the spaces gloves.
4- pack each bottle with sand. 2- Avoid touching / to touch the bottles
in a small carton. 8- put on some latex with your bare hands.
gloves. 3- You’ll need packing / to pack each bottle
inside its own small carton.
II. Read about -ing forms and infinitives. 4- Close all the cartons securely by sticking /
Then match the extracts from the conversation to stick tape over all the edges.
(5–1) with the rules (a–e). 5- Put all three cartons inside a larger carton,
keeping / to keep them all together du
1- I need to send 4- Fill up all the ring transit.
three one-litre spaces with sand, 6- Don’t forget sticking / to stick hazard war
bottles to a client. to provide extra ning labels on the outer carton.
2- How do you protection for the 7- Transporting / To transport hazardous
suggest packing bottle. chemicals is a dangerous business!
them safely? 5-The sand will
3- Packing the prevent any solvent IV. Combine each pair of sentences into a
bottles separately from leaking out. single sentence. Use -ing forms.
means they won’t
touch each other. 1- We pack salt in a barrel. It takes time.
_______ takes time.
-ing forms and infinitives 2- You stacked the fragile items on the crate
We can use the -ing form of a verb:
a as a noun (e.g. as the subject of a sentence): first. That’s not the right order.
3-_______ is not the right order.
• Packing is the last warehouse process. 4- He works overtime. That is quite common
b after prepositions (e.g. for, from, by, about):
in this company.
• The bottles are ready for packing. 5- ________________ is quite common in this
c after certain verbs (e.g. avoid, enjoy, finish, company.
hate, like, recommend, suggest): 6- They loaded the products. It took three
hours. ________________ took three hours.
• Have you finished loading the truck? 7- 7. She shrink-wrapped the pallet. It was
We can use a to-infinitive: her first job.
d to explain purpose (= why somebody de- 8- ________________ was her first job.
ci•deWsetopudtobsuobmbelethwinrgap): around the glass
items to keep them safe.
144
UNIT 8 LESSON 25.1: PACKING
VOCABULARY: Verbs followed by -ing forms or to-infinitives
I. Complete the explanations with verbs 3- When they asked 8- The forklift driver
from the box. for help, she hated /
offered / taught to had to use the brakes
arrange can afford don’t mind fail to avoid / hope /
show them how. offer crashing into
manage recommend suggest tell 4- The packers
agreed / avoided / the racks.
would love forgot to work late 9- I agree / hate /
plan cleaning the
1- If you ________ 6- If you ________ one evening because
doing something, doing something, warehouse floor after
you say it might be a you they didn’t want to
good idea. an oil leak. It’s hor-
2- If you ________ 7- If you ________ come back at the
to do something, doing something, it’s rible.
you try to do it, but it not a (big) problem weekend. 10- We hoped /
doesn’t work. for you to do it. 5- Before he promised / taught
3- If you ________ to 8- If you ________
to do something, operated the fork lift to move to our new
do something, you you plan where and he decided / forgot
try to do it, and it when to do it. / planned to check warehouse by now,
works. 9- If you ________
4- If you ________ doing something, the tyres, so he didn’t but the builders are
see that they were still working on it.
damaged.
somebody to do you say that III. Which verbs and phrases from this page
something, you say somebody should are followed by …
they must do it. do it.
1- … an -ing form? 2- … a to-infinitive?
5- If you ________ to
do something, you IV. Work in pairs. Finish these sentences with
have enough money your own ideas.
to do it.
II. Choose the most suitable verbs to I spend a lot of When I finish
complete the sentences. time … (-ing) school, I’m planning
I would love to … to …
1- We’re deciding / 6- After the accident, When packing I hate … (-ing) but I
planning / forget- the packers avoided fragile items, you don’t mind … (-ing)
ting to check all the / hoped / promised should avoid … (-ing) I have decided to …
stock next weekend, to respect the safety
so make sure you’re rules in future.
7- They avoided /
there. decided / hated to
2- The managers
agreed / decided / pack the light items
taught the workers
first and then the
to pack all the goods
heavy ones.
safely and efficiently.
145
UNIT 8 LESSON 25.1: packing
SPEAKING AND WRITING: responding to news
I. VOCABULARY Label the pictures with IV. Which phrases in Exercise III respond to
words in the box.
bad or good news?
parcel/ clamshell case/ wire ties / recyclable
boxes Bad news: Good news:
Have you ever experienced wrap rage?
1 a plastic ________ 2 some ________ Yes. I once had to …
What happened?
3 some ________ 4 a ________ V. Work in pairs. Discuss your experiences
with wrap rage. Use the phrases from
II. LISTEN to a conversation between some Exercise III to respond to your partner’s
friends. Answer the questions. stories.
1- What is wrap rage?
2- Which company is trying to solve the problem? VI. Work in groups. Imagine you are the
3- How is it going to solve the problem? managers of a logistics company. First,
decide what products your company usually
III. USEFUL PHRASES Complete the extracts sends. Then write some guidelines about how
from the conversation with words from the to reduce the amount of packaging you use.
box. Then listen again to check.
brilliant great news no poor • We should / shouldn’t …
wonderful • Our packaging must / mustn’t …
• We recommend …
1- “I haven’t been able to open the packaging • We suggest …
yet.”“Oh _____!”
2- “I spent half an hour this morning trying to
open it with my teeth.”“_____ you!”
3- “It has decided to reduce the packing
materials it uses.” “_____! Thank you for this
good news.”
4- “The company is working with other retailers
to find solutions to using less packaging, and
so save customers money.”“_____!”
5- “They want to stop wrap rage.”“_____!”
6- “This new initiative may also help cut down
on the tens of thousands of injuries caused by
packaging each year.”“That’s great _____.”
146
UNIT 8 LESSON 26.1: dispatching documents
SPEAKING: sending a document to another
country
I. Discuss in pairs. 8- If you want to send h. do not exceed 32
1- What are some reasons that people send something heavier, by 24cm.
documents to other countries/cities? Why 9- It’ll normally arrive i. to come and pick
don’t they just send emails instead? up the document.
2- How could you send a document to another
country? V. VOCABULARY Find words and phrases
in Exercise IV that mean the following.
II. LISTEN to a phone conversation about the 1- a company or employee of a company
process for sending a document to another
country. Put the stages in the correct order. that transports packages and documents: a
c_____
a. pick a courier e. label your parcel 2- to follow the trail of the parcel in order to
service f. enquire about find it: to t_____ something
b. fill in a form shipments 3- the location and situation of the parcel
c. track your parcel g. weigh and
d. book a pickup measure your parcel
III. USEFUL PHRASES put the words in the during the sending process: s_____
right order to make questions from the 4- the biggest or highest possible: m_____
conversation. 5- the form or shape of the parcel with its
1- something / us? / sending / your first time particular measurements: d_____
/ this / with / Is 6- using a pen and paper, not a computer: by
2- kind / you / sending? / What / of / are / h_____
items
3- of package / is / send? / the maximum size
/ What / I can 7- when a courier collects a parcel: p_____
4- DHL / When / my parcel? / will / deliver 8- when a courier delivers a parcel: h_____
IV. USEFUL PHRASES Match the beginnings 9- are not more than: do not e_____
and endings. Listen again to check.
1- I would like to a. is 300 grams.
send something b. as soon as you VI. ROLEPLAY Work in pairs. Role-play a
2- You can just fill in phone conversation like the one in Exercise
an online form or you submit the form. B. Use phrases from Exercises III and IV..
can c. then it counts as a
3- Just choose a time package, which can Student A: You work for Masada Logistics
and place for the be up to 70kg. Company in Djibouti. You want to send a
courier d. come to our office parcel to your office in Nairobi, Kenya.
4- You’ll get a and fill it in by hand if
tracking number you prefer. Student B: You work for a courier company.
5- You can track the e. the next day. Answer the phone and tell Student A how to
status of your parcel f. to our office in send a parcel..
online Ethiopia, please.
6- We ask that the g. from pickup to
dimensions of a
shipment
7- For documents, handover.
the maximum weight 147
UNIT 8 LESSON 26.1: dispatching documents
VIDEO: How to ship a package
I. Look at the pictures. Work in pairs to II. Match the pictures (5–1) with the phrases
discuss the questions. (a–e).
1- What company is in the pictures? a. pay for the label d. drop off the
2- What services does the company offer? using a credit card package at a drop
b. create a shipment box
III. Watch a video abouthow to ship a on a mobile App e. print and attach
package. In what order does it mention the c. pack your the shipping labels
steps (a–e) in Exercise B? shipment
IV. Watch again. Are the following true or V. Discuss in groups.
false? 4- One delivery 1- What do you think are the ‘special
1- Food and requirements’ for packing food and hazardous
hazardous chemicals option is to hold the chemicals?
have special shipping package at a FedEx 2- What other types of shipment might have
requirements. location. special requirements?
2- You can get a box 5- You can only drop 3- What do you think the speaker means by
from FedEx. off the package at a a sturdy undamaged box’?
3- You need a FedEx drop box. 4- Why might you want FedEx to hold the
account to pay for package at their office instead of delivering
the label. it?
148
UNIT 8 LESSON 26.1: dispatching documents
VOCABULARY:Measurements
I. Complete the questions with words from II. Put the words in the right groups.
the box so that they mean the same as the
first question in each group. centimetre century degree gram
kilo/kilogram kilometre litre metre
cost depth distance height length millilitre millimetre minute second
size space take tall temperature
thickness weigh weight width tonne
1- How heavy is the package? How much does 1- measuring time: ________, ________,
the package ________? What is the ________ ________
of the package? 2- measuring length/distance: ________,
2- How wide is the box? ________, ________, ________
What is the box’s ________? 3- measuring volume: ________, ________
3- How cool should we keep the container? 4- measuring weight: ________, ________,
What ________ should the container goods ________
be? 5- measuring temperature: ________
4- How deep is the hole in the floor?
What is the ________ of the hole in the floor? III. Work in groups. Ask and answer questions
5- What is the total journey time? similar to the ones in Exercise I. Ask about
How long will the journey ________? the following.
6- How large can the package be? What is the
maximum ________ of the package? • Temperatures and • The size and weight
7- How long is the cable? distances in your of things in your
What is the ________ of the cable? country classroom
8- What is the price of express delivery? • The time it takes for
How much does express delivery ________? things to happen
9- How high are these racks? What is the
________ of these racks? How ________ are
these racks?
10- How thin does it need to be to fit inside
the envelope? What is the maximum ________
for this envelope?
11- What is the volume of this container? How
much ________ is there in this container?
12- How far is it to the destination?What is the
________ to the destination?
149
UNIT 8 LESSON 26.1: dispatching documents
GRAMMAR:Countable and uncountable nouns
Quantifiers
I. Read about countable and uncountable III. PRACTIC Decide if the pairs of
nouns. Then decide if the nouns in bold are sentences mean the same (S) or something
1c-ouI nwtaanbtletoosreunndcsoeuvnetraabllpe.arWcerilste. C or U. different (D).
2- The website will give you lots of useful 1- We didn’t do much shopping. / We didn’t
information. do enough shopping.
3- There is no furniture in the store. 2- We have sent lots of emails since yesterday.
4- Ali was taking a few packages to the edEx / We have sent a lot of emails since yesterday.
drop box. 3- We dispatched some documents. / We
5- They’re packing too much saltin those dispatched several documents.
bags. 4- I have plenty of work to do. / I have too
6- The company has plenty of customers. much work to do.
7- I don’t have enough money with me. Can I 5- They didn’t have any problems. / They had
pay by credit card? no problems.
8- Kate hasn’t heard anynews about her 6- We didn’t receive many claims from
parcel. customers. / We didn’t receive any claims from
customers.
Countable and uncountable nouns
Countable nouns are things you can count. IV. Choose the correct quantifiers to complete
They have a singular and plural form (e.g. the text.
book / books). Masada logistics offers (1) much / a lot of freight
Uncountable are things that you can’t services. Its headquarters are in the capital but
count. There’s only a singular form (e.g. rice) there are also (2) several / any offices in the
and no plural form (e.g. rices). regions where (3) any / lots of work is done every
day. The company doesn’t have (4) any / a little
II. Read about quantifiers. Then underline offices in Somalia. There are (5) much / plenty of
eight quantifiers in Exercise I. customers for the company but it doesn’t have
Quantifiers (6) enough / no workers. There are only (7) a little
A quantifier is used before a noun to show / a few people and they work two shifts. Some
the amount or quantity. workers say they work (8) too many / enough
• Some quantifiers only go with plural hours and have (9) several / too much work.
countable nouns:
many, too many, a few, several
• Some quantifiers only go with uncountable
nouns:
much, too much, a little
• Some quantifiers can go with countable and
uncountable nouns:
some, any, no,
enough, a lot of, lots of, plenty of
• Some quantifiers are mainly used in
questions and negatives:
any, many, much
150
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Livre de logistique ,transport- Grade 10 ETFP pdf
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